Contact Centre stories - Page 52
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
Adobe & Microsoft deepen integrations across Experience Cloud & Adobe Sign
Mon, 18th Nov 2019
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crm
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uc
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digital transformation
Adobe and Microsoft have teamed up to integrate several of the companies' popular products, to help accelerate customers' digital transformation efforts.
Natterbox launches solution to improve customer service efficiency
Thu, 14th Nov 2019
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crm
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uc
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martech
Freedom will transform agent performance, enabling Natterbox users to work from wherever they want on whatever device they want to work on.
Sennheiser fuses Microsoft Teams into newest wireless speaker
Wed, 13th Nov 2019
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uc
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digital entertainment
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microsoft
Sennheiser's latest office product brings Microsoft Teams capabilities to the forefront of workplace collaboration through audio.
Traditional research shifting to automation and AI
Tue, 12th Nov 2019
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uc
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martech
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it automation
New research indicates that 'a revolutionary approach' is required to meet demand for insight through automation, AI and big data.
Appian reveals organisations' DX triumphs & challenges
Mon, 11th Nov 2019
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uc
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digital transformation
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martech
Appian's survey unveils Asia Pacific firms' digital transformation hurdles, spotlighting cultural disconnects, speed of delivery, and AI preference over RPA.
Why VoIP solutions are the future of phone systems
Fri, 8th Nov 2019
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uc
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fibre
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voip
As New Zealand adopts Ultra-Fast Broadband, VoIP solutions, known for their cost-effectiveness and ease, are poised to revolutionise traditional phone systems.
Kiwis more accepting of chatbots and digital humans
Thu, 7th Nov 2019
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uc
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martech
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agentic ai
Chatbots and digital employees are now an established part of communication between New Zealand businesses and customers.
8x8, Poly and ScanSource join forces for cloud UC
Tue, 5th Nov 2019
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uc
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hybrid & remote work
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plantronics
The joint programme, CloudFuel, will help organisations move to cloud technology for unified communications, collaboration and contact centre.
The future of CX: How to make chatbots work effectively in your organisation
Sun, 3rd Nov 2019
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crm
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uc
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cx
The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.
Gartner's nine UX trends for 2020
Wed, 30th Oct 2019
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uc
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surveillance
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biometrics
These digital experience trends fall within two broad categories – how digital technology is experienced and how digital experiences will be built.
Gartner: Top digital experience trends for 2020
Wed, 30th Oct 2019
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uc
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surveillance
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biometrics
Gartner predicts that facial recognition payments, interfaceless machines, and a UX research renaissance will be top digital experience trends in 2020.
How cloud technologies are shaping the data-driven contact centre
Wed, 23rd Oct 2019
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uc
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data analytics
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martech
According to a global Ecosystm cloud study, more than half (53%) of organisations have increased work processes and efficiency as a result of using the cloud.
AI to benefit New Zealand healthcare system
Tue, 22nd Oct 2019
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uc
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martech
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ai
AI could save the New Zealand health system over $700m per year by 2026, according to the AI Forum of New Zealand.
Frost & Sullivan, DMG recognise Verint for APAC market share
Tue, 15th Oct 2019
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crm
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uc
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martech
Verint was found to a market share 30% higher than its closest competitor across all contact centre technologies.
Millions wasted on poor knowledge management solutions
Mon, 14th Oct 2019
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uc
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data analytics
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martech
A survey by Ecosystm has revealed that businesses are spending over US$600,000 on average on solutions that are adding little to no value.
TrueConf makes it into Magic Quadrant for Meeting Solutions
Thu, 10th Oct 2019
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uc
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healthtech
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video conferencing
TrueConf enters Gartner's 2019 Magic Quadrant as a Niche Player, highlighting its robust video conferencing offering but noting gaps in innovation.
Nuance announces updates to biometric fraud detection offering
Thu, 10th Oct 2019
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uc
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biometrics
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ai
Nuance unveils upgrades to their biometric solution, enhancing fraud detection and customer authentication with AI-driven features and cloud-native scalability.
Avaya launches UC and CC subscription program
Wed, 9th Oct 2019
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saas
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crm
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uc
Avaya IX Subscription gives customers the flexibility to scale consumption of Avaya's contact center and unified communications solutions based on their needs.
Avaya previews new capabilities in UC portfolio
Tue, 8th Oct 2019
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gaming
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uc
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digital entertainment
Avaya introduces Avaya IX Onespace, enhancing its UC portfolio with a unified, intelligent workspace aimed at boosting enterprise productivity and efficiency.
Batelco and Avaya bring cloud solutions to Bahrain's SMBs
Mon, 7th Oct 2019
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uc
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avaya
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contact centre
The regional telecoms operator will offer Avaya Contact Centre and Unified Communications solutions in the cloud with Avaya IP Office PoweredBy.